• Responsible for the design, efficiency, and effectiveness of a process. • Utilized the right people and resources to ensure the process is efficient and effective. • Ensured that the process delivers quality outcomes as required by the organization. • Ensured that the process aligns with the company's strategy. • Monitored the process's performance. • Communicated the process and its activities to the people involved in it. • Submitted best practices elsewhere and continuously improved the process.• Managed ServiceNow initiatives from conception through deployment ensuring alignment with company standards.• Served as the primary owner for the ServiceNow Service Catalog including roadmap creation, platform expansion and oversight, and partnering with business stakeholders and senior leadership.• Facilitated discovery workshops with stakeholders to gain business perspectives, requirements, and alignment for new development requests and assess their impact on existing applications, systems, and processes.• Defined goals and convey the vision for projects while aligning with business objectives and overall strategic vision.• Lead, coached, and mentored dedicated IT ServiceNow team members.• Applied problem solving techniques to resolve issues and perform regular risk management activities.

• Leveraged a combination of a strong business acumen, Agile methodology expertise, and strong analytical skills to create a dynamic consulting environment while actively collaborating with senior stakeholders.• Played a key role in the development, modification, and retirement of 1,100 to 1,200 catalog items annually.• Maintained a pipeline and managed project efforts by engaging with stakeholders across Arizona through virtual meetings to address IT concerns and suggest improvements.• Liaised with clients to understand their business needs, goals, and challenges, and conducted workshops and interviews to gather requirements and identify process improvements.• Demonstrated expertise in effectively communicating product strategy to key team members and stakeholders.• Developed and managed user stories in Azure DevOps to guide development and deployment efforts.• Managed stakeholder requests and expectations; delivered regular updates to project sponsors.• Aided teams in implementing and utilizing ServiceNow and additional modules within ITSM and HRSD. • Collaborated with stakeholders on Best Practices for configuring HRSD, User Criteria, HR Profiles, Employee Center, HR services and templates, and KM articles.• Generated detailed workflow diagrams for current and future business processes, systems, and user interactions to demonstrate application flows.• Created and maintained a strategic roadmap in Aha! That outlined deployment needs, including "The Who," "The Why," and "The What."• Authored comprehensive ServiceNow reports, dashboards, and custom Crystal reports to support informed decision-making.• Translated complex analytical results into clear, concise presentations for various audiences.• Enforced continued adherence to legal, regulatory, and ethical guidelines and requirements as well as ITSM processes• Identified opportunities to enhance operational efficiencies and implemented practical solutions.

• Enhanced the value of ServiceNow offerings by aligning them with USAA's strategic objectives and organizational needs.• Served as the single point of contact for all business requests related to ServiceNow, ensuring timely and effective responses.• Administered critical events by facilitating triage calls, coordinating service restoration activities, and ensuring effective communication of relevant details to key business and client stakeholders.• Acted as the primary point of contact for the Agile team; assumed responsibility for prioritization and decision-making.• Conducted comprehensive reviews of existing processes and procedures, then recommended improvements for the Incident Management process, Service Catalog, and HR Service Delivery (HRSD), Employee Center with a particular focus on HR onboarding and offboarding scenarios.• Explored innovative solutions within the ServiceNow ecosystem to drive continuous improvement.• Collaborated with the ServiceNow Architect and development team to create a comprehensive product roadmap and strategic vision.• Translated business objectives into clear, actionable, and scalable user stories for the development team.• Engaged with various leaders to gain a deep understanding of their business needs and provide tailored solutions.• Provided hands-on leadership to ensure project deadlines and deliverables were consistently achieved.• Implemented "low code or no code" solutions for HRSD to ensure efficient and scalable service delivery.• Assisted in testing API integrations with ServiceNow to enhance system capabilities and performance.• Helped develop and maintain design, installation, and configuration documentation; verified that all architectural artifacts and deliverables were properly documented and stored for future reference.• Authored comprehensive customer reports and dashboards to provide actionable insights and support decision-making.

• Spearheaded the creation, enhancement, and retirement of Service Catalog items while managing a portfolio of 7,000 catalog items for 22,000 users worldwide.• Orchestrated the development, modification, and retirement of approximately 100 catalog items monthly over six years to maintain a dynamic and up-to-date Service Catalog.• Utilized ITSM, KM, HRSD, and SAM-Pro modules to effectively manage the ServiceNow platform.• Guided stakeholders through HRSD deployment including Employee Center, various associated Scopes, user criteria, HR criteria, and custom dashboards.• Built and managed relationships with stakeholders, customers, vendors, engineers, developers, and management to gather requirements, create process flows, and develop strategic plans for 74 NFL sub-companies.• Authored, updated, and maintained Knowledge Management articles (KAs) to ensure accurate support for 62 associated insurance companies, improving Service Desk efficiency.• Created detailed user stories for developers to guide the development process and ensure alignment with business goals.• Assisted the product team in evaluating whether products or applications in development met the needs of end users.• Conducted business and systems process analysis to identify, create, and facilitate process design changes.• Led Agile/Scrum processes and conducted training sessions to drive team performance and productivity.• Developed functional specifications and prepared comprehensive training materials to ensure successful knowledge transfer and system adoption.• Analyzed information from multiple sources, reconciled conflicts, and decomposed high-level information into detailed, actionable requirements.• Designed and implemented custom dashboards for executives to provide actionable insights and improve performance monitoring.

Supporting Centers for Medicaid/Medicare in Washington, DC as a remote employee with Remedy ITSM 7.6.04 to 9.1, I accepted customer requirements. Responded to production problems and implemented immediate resolutions when needed. Analyzed, designed, wrote program code, tested, documented, and implemented when functionally appropriate. Created technically sound and well-integrated applications in accordance with customer requirements. Also conducted various Remedy training session for the user community as well as conducted daily administration, maintenance, monitoring and support for all Remedy applications. Toward the last 2 years the client migrated to ServiceNow (Eureka) where we shifted from Remedy to supporting the new tool. Day-to-day admin functions were performed as well as the following: • Remedy-Maintaining and configure BMC Remedy applications (ITSM, SRM, and custom ARS coding)• Remedy-Support Remedy ITSM in all operational capacities to maintain uptime.• Remedy-Customize BMC Remedy applications.• Crystal reports used to extract data and paint pictures and tell stories for management to understand.• Remedy-Troubleshoot and support BMC Remedy based applications and systems.• Remedy-Draft technical installation, configuration and customization specification documents.• Remedy-Conduct requirements gathering workshops.• Established processes with the migration from Remedy to ServiceNow (Waterfall to Agile/Scrum)• ServiceNow-Accept requirements for new Service Catalog items to be designed and routed to proper fulfillment groups.• ServiceNow ITSM, ITOM, and KM.• ServiceNow-design and create new Service Catalog items as requested.• ServiceNow-conduct requirements gathering sessions to insure accurate requirements.• ServiceNow-Conducted “Change Advisory Board” (CAB) meetings to validate changes to ITSM.• ServiceNow-Performed day-to-day activities involving new groups, altering users, resetting passwords and other daily admin functions.

Experienced in configuring Remedy products and full product life-cycle to include development, integration, testing and documentation. Experienced with custom Remedy workflow, forms, reports and filters design and development to meet specified requirement. Clients listed below are:•IBM – CDI – Nissan, GM, British Petroleum –UNIX/Oracle - versions 6.3 to 7.5•Sysco Foods – Houston, TX Remedy SRM to ITSM 7.5•AMEREN – Electric Company for St. Louis – 6.3 ITSM•APC – The Computer Merchant – Version 6.3 ITSM - W. Kingston, RI•Coca-Cola Bottling Company – Version 6.3 ITSM - Norcross, GA•HP – Houston, TX – UNIX/Oracle - Upgraded 6.00.01 to 6.3 to 7.02 ITSM•Brocade –Qualify Management - UNIX/Oracle - Upgraded 6.0 to 6.3, San Jose, CA•Murphy Oil (Twice) – Helpdesk 6.0 & Crystal XI - El Dorado, AK•Lyondell-Basell – Houston, TX – 7.5 & 7.6 Upgrade/Enhancement•ACS –(Twice) – UNIX/Oracle - Remedy Web Services for version 7.X•Koch Enterprises – 7.5 Upgrade/Email Engine/Web Services - Wichita, KS•USDA (Twice) – Remedy 7.X – New Orleans, LA•Travelers Insurance – Remedy upgrade to 7.6 – Hartford, CT•Verio Telelcommunications – 7.6.04 support – Boca Rotan, FL•Dell (Secure Works) – 7.1 Custom App – Providence, RI•Adobe – 7.6.04 Service Request Management (SRM) – San Jose, CA•Safeway (Twice) – 7.6.04 ITSM Upgrade – Phoenix, AZ•Kraft Foods – 7.6.04 ITSM integration – Northfield, IL•NASA – 7.6.04 Web Services and ITSM – Huntsville, AL.•Forrest Labs – Analytics reporting 7.6.04 – Long Island, NY•St. Louis University – 7.6.04 – St. Louis, MO•Chevron – SRM 7.6.04 – Houston, TX•KPMG (Twice) – Custom 7.X development – New Jersey, NY •Office Depot / ACS – Custom 7.X development – Dallas, Tx•Tractor Supply - Custom 8.1 development - Nashville, TN